Here, we’ll discuss how everything you need to know from the bottom up as a new client with Conversion Monster.
Included in this discussion will be how we can receive leads from your CRM and can integrate to your CRM. While we don’t integrate to everyone’s CRM (yet), we’re constantly working to develop seamless integrations for us and you as the consumer.
**If we don’t yet integrate to your CRM, you would need to set up a forwarding rule for your leads to go to your Conversion Monster lead inbox – firstname.lastname@conversionmonster.pro.
What do I need to know?
As a new client with Conversion Monster, you probably have a lot of questions about the process, and what to expect.
We have included a YouTube video with our director of Client Relations, Ryan, who will nicely encapsulate everything you need to know when starting off with us. You can find this in the section, ‘New Client Orientation’.
Underneath the ‘New Client Orientation’, we’ve included our Lead Grading system so you can familiarize yourself with the terminology.
**IMPORTANT: Please note that these lead grades will only be seen by non-integrated clients because they are provided with a login to our ISA platform to monitor their leads. Integrated clients should refer to the ‘Integration – Tagging’ section found below and understand that terminology, as that’s what they’ll be seeing in their CRM.
Beneath that section, we’ve also included tutorials for services that we’ve seen be successful in using along with Conversion Monster, Google Voice and Calendly. Google Voice allows us to call more than one agent on your team at once, and Calendly allows us to schedule appointments right in your agent’s calendar!
If you have any additional questions, please feel free to reach out to your contact at Conversion Monster, and they’ll be happy to assist you further!
When can I expect to hear from Conversion Monster?
In addition to when we convert hot leads for you, you’ll also have an account manager at Conversion Monster. You’ll be provided with their phone number and email, and they will officially take over your account the day before you go live when you’ll normally have a Zoom call with them. Traditionally, you’ll have a 2 week and 6 week account review with them so we can monitor how everything is, and see if anything has to be adjusted.
You’ll also be receiving daily and weekly reports via email. Daily reports give a summary of our daily activity for you (calls/texts/emails), as well as includes any new nurtures or hot leads we have for you that day. Weekly reports give you a summary of the hot leads we’ve converted that week in the form of a spreadsheet so you can make sure the proper follow up is being taken on these new opportunities.
As always, please reach out to your account manager if you have any concerns or questions!
What exactly is a ‘hot lead?’
A hot lead is someone who wants to move within 6 months, is not currently working with an agent, and agrees to speak to someone on the team. Of course there are other qualifiers that we want to make sure you have when a hot lead is forwarded over which are as follows:
-Are you looking to buy, sell, or rent? -What location are you looking to move? -What price range did you want to stick within? -What amenities are you looking for? -Are you currently preapproved for a loan? -Do you have a home you’d like to sell in the process?
We live transfer leads whenever possible to yourself or your agents. When the agent is on the phone with the ISA, the lead is on hold and there will be a brief handoff, after which the ISA will drop out and the lead is patched through. At which point, the agent receives a hot lead email with the lead’s contact information, answers to qualifying questions, and relevant notes the ISA felt important to include.
In the event we set an appointment because an agent wasn’t available, or the lead wasn’t available to transfer, the recipient of the lead will still receive the same hot lead email, along with the time that the lead would like to be reached back out to.
How should I follow up with leads that Conversion Monster converts?
We recommend that you follow up with these leads every 72 hours via call text or email. Why so much? These are leads who were actively looking on the internet for houses, so they are likely to be swept up in other agent’s sales funnels. This allows you to keep them in your orbit and view you as ‘their agent.’
Also, specifically before call back appointments, we recommend that you reach out twice just to confirm that they will still be available at the time agreed upon.
What happens if a lead that Conversion Monster converts ‘ghosts’ me?
We have specific protocols just for this situation, we call them our Revive protocols! It acknowledges that we’ve spoken before, and our ISA’s attempt to live transfer and get them in touch with you ASAP.
The process for getting them over to us is different for integrated versus non-integrated clients. Integrated clients apply the tag ‘CM-Revive’ on a lead that we converted. Non-integrated clients must coordinate specific lead(s) to be put on this protocol with their account manager.
As mentioned in the intro to this section, this terminology only applies to non-integrated clients. If Conversion Monster integrates to your CRM, please refer to the ‘Integration – Tagging’ section below to better understand what you’ll be seeing.
Top Prospect – This lead has been qualified by our ISAs and handed over to your team as a hot lead. This lead is planning to buy or sell in the next six months and is not yet working with a real estate agent. Once we move a lead to Top Prospect, we stop following up with the lead, unless you tell us to revive them.
Nurture – This lead has been contacted by our ISAs and requires further communication from our ISAs before they can be handed off as hot. We may move a lead to nurture if they tell us they’re just browsing, ask us to follow up with them at a better time, or tell us they plan to move but not in the next six months. Leads marked as nurture are called, texted, and emailed once per month for 6 months, then receive one ringless voicemail, text, and email for the following 6 months.
A – This lead has not been contacted by our ISAs. This lead registered within the past few days. We are continuing to follow up with this lead.
B – This lead has not been contacted by our ISAs. This grade indicates the lead has been worked by our ISAs for at least a few days, but not longer than a week or two. We are continuing to follow up with this lead.
C – This lead has not been contacted by our ISAs. This grade indicates the lead has been worked by our ISAs for at least a week or two, but not longer than a month or so. We are continuing to follow up with this lead.
Cold – This lead has not been contacted by our ISAs. This grade indicates the lead has been worked by our ISAs for at least a month or more. We are continuing to follow up with this lead.
Fake Lead – This lead has been contacted by our ISAs, and we determined this is a fake lead. This could mean they put in phony information, or this was some sort of test. Leads graded as Fake Lead are not worked again by our ISAs.
No Interest – This lead was contacted by our ISAs and is not interested in buying or selling a home. Leads graded as No Interest are not worked again by our ISAs.
Not Qualified – This lead was contacted by our ISAs, and is not a qualified buyer or seller. This usually means the lead is looking out of state, or is looking for something you don’t offer, such as rent-to-own, or something you wouldn’t support, such as selling For Sale by Owner. Leads graded Not Qualified will not be worked again by our ISAs.
Has an Agent – This lead was contacted by our ISAs and told us they’re already committed to an agent and not interested in working with anyone else. Leads graded Has an Agent will not be worked again by our ISAs.
Is an Agent – This person was contacted by our ISAs and is a real estate agent themselves. Leads graded Is an Agent will not be worked again by our ISAs.
Stopped by Agent – You or someone from your team told us to stop following up with this lead. Leads graded Stopped by Agent will not be worked again by our ISAs.
As mentioned in the intro to this section, Google Voice allows us to call more than one agent at a time. This is a key feature as our phone system can only call 1 number at a time. So if you prefer a ‘jump ball’ method with your agents, this is for you!
Below we’ve included a video to show you how exactly to set this up.
**IMPORTANT:Google Voice is a free service that you can add up to 6 numbers to. Anything more, and you’d have to look at paid services like Grasshopper or RingCentral.
As mentioned in the intro to this section, Calendly allows us to schedule appointments in your agent’s calendar. By default, we send out hot lead emails to notify your agents of when they have a call back with a hot lead. While this is effective most of the time, if they are out and busy, email might not be the best form of notification. This also allows us to create appointments based on the agent’s availability instead of the lead’s.
If you have a Google or Microsoft account, signing up with Calendly is easy and free. There are ‘Sign Up with…’ options for both accounts, and it will automatically link to the calendar of the account you provide. You can create one free event such as ’30 Minute Call’, and send us the link which will look like ‘calendly.com/my-name/30-minute-call’.
If you are on the east coast, that’s all you have to do! If you’re in a different time zone however, Calendly compensates for the time zone of the person who set the appointment, and we don’t want our time zone being reflected in your appointments.
To fix this, we need to ‘Lock’ the time zone of the event. We have a step by video tutorial on how to do this below:
Integration - CRM Tutorials
There are certain parameters that need to be met to make sure Conversion Monster can properly integrate with your CRM. This section will cover exactly what you need to do based on your specific CRM.
Conversion Monster needs access to: 1.) Owner API key – This ensures that Conversion Monster receives all leads we’re supposed to receive. 2.) Owner/Admin Login Credentials – We can get the owner API key from the owner login, and can monitor initial lead flow to ensure a smooth launch.
The first step in integrating your Follow Up Boss with Conversion Monster would be to create stages called ‘Buyer’ and ‘Seller’. These will be important later as our API will need to differentiate between buyer leads and seller leads. Below is a screenshot so you can see exactly where to find this section:
After you’ve created your stages, action plans using these stages need to be set up. These action plans are called, ‘Buyer to CM’, and ‘Seller to CM’. The first step of the action plan is to change the stage to either a buyer or seller based on the lead source. The second step is to add the tag ‘CM-Start’ which tells our integration to pull the lead information and start working your lead. We’ve included a screenshot below so you can see where to go and how it’s done:
Finally, we have to apply these action plans in our lead flow to the leads we wish to send. To do this, we go to lead flow and switch the action plans for our desired source as shown below:
As you can see, the Zillow.com Buyer lead source has the action plan, ‘Buyer to CM’. Once the action plan is applied, your leads will get automatically tagged ‘CM-Start’ and leads will flow to us!
** It’s recommended that this is done the day you go live with us because the action plan will do nothing for you until your integration with us goes live.
Below we’ve attached a screenshot so you will see how our activity appears in Follow Up Boss:
**Disclaimer** If you need additional assistance setting this up, please email our IT team at it@conversion-monster.com, and they’ll be happy to assist you further.
Conversion Monster needs access to: 1.) Admin Login Credentials – This allows us to get the admin office and secret keys that we need to integrate, as well as monitor initial lead flow to ensure a smooth launch.
The first step in integrating your Firepoint with Conversion Monster is to create the necessary tags under Office Settings, and Tags. These tags are exactly as follows: ‘CM-Start’, ‘CM-DoNotWork’, ‘CM-Stop’, ‘CM-Revive’ As you may notice, these are the tags under the ‘Tags You Use’ section from Tagging above. We’ve included a screenshot of how this should look:
Once those tags are created, we need to edit your lead distribution to apply ‘CM-Start’. First, navigate to your Lead Distribution. Expand the rule that routes the leads you want to send to us, and scroll to the bottom of it. Ensure that the ‘Yes’ radio button under ‘Tags’ is selected, and add ‘CM-Start’. Then hit apply and Deploy Changes. We’ve added a screen shot below:
You may notice that you have the option to assign an ISA to leads that fall under a distribution rule. If you’d like to add Conversion Monster as an ISA to your leads for ease of tracking, that is an option available to you. However, this is not mandatory for us to work your leads. You would simply create a Conversion Monster user in your Firepoint, using your conversionmonster.pro email (firstname.lastname@conversionmonster.pro). After which you would apply the ISA assignment like you see in the above screenshot.
Once this is done, your leads will be automatically tagged ‘CM-Start’ and flow to us!
** It’s recommended that this is done the day you go live with us because the tag will do nothing for you until your integration with us goes live.
Below we’ve attached a screenshot so you will see how our activity appears in Firepoint:
**Disclaimer** If you need additional assistance setting this up, please email our IT team at it@conversion-monster.com, and they’ll be happy to assist you further.
**IMPORTANT: If you are not on the ‘Grow Plan’ with Boomtown, integration is not available. Alternatively, you will need to forward your leads through Boomtown to your Conversion Monster lead inbox. (firstname.lastname@conversionmonster.pro)
Conversion Monster needs access to: 1.) Admin Login Credentials – This allows us to connect to Boomtown’s API, as well as monitor initial lead flow to guarantee a smooth launch.
Good news! We do ALL of the setup for you!
We have what’s called a user specific integration with Boomtown. This means that when a lead is assigned to a specific user, we work it! You have the option to have us integrate to users you already have in your Boomtown, or have a dedicated Conversion Monster user for us to work out of. After that decision is made, usually on the onboarding call, we’ll create the necessary tags in your Boomtown, and your integration with us to be turned on when you go live with us.
Below we’ve attached a screenshot so you will see how our activity appears in Boomtown:
**Disclaimer** If you need additional assistance setting this up, please email our IT team at it@conversion-monster.com, and they’ll be happy to assist you further.
Conversion Monster needs access to: 1.) Admin Login Credentials – This allows us to connect to RealGeeks’ API, as well as monitor initial lead flow to guarantee a smooth launch.
Good news! We do ALL of the setup for you!
We have what’s called a user specific integration with RealGeeks. This means that when a lead is assigned to a specific user, we work it! You have the option to have us integrate to users you already have in your RealGeeks, or have a dedicated Conversion Monster user for us to work out of. After that decision is made, usually on the onboarding call, we’ll create the corresponding integration with us to be turned on when you go live with us.
**IMPORTANT: Of note, all tags in RealGeeks will appear as lowercase. So ‘CM-Start’ becomes ‘cm-start’ and so forth.
Below we’ve attached a screenshot so you will see how our activity appears in RealGeeks:
**Disclaimer** If you need additional assistance setting this up, please email our IT team at it@conversion-monster.com, and they’ll be happy to assist you further.
Conversion Monster needs access to: 1.) Owner/Admin Login Credentials – We like to have access to login credentials so that if there are issues with lead forwarding we can stay on top of it.
The first step to sending leads to Conversion Monster is to create a new Facebook campaign. Creating a new Facebook campaign allows you to add tags to new leads that come in under the section ‘Lead Settings’.
Once in ‘Lead Settings’, add the tag ‘CM-Start’ to any new campaign that you want to send to us! ** Note: If the ad is also geared toward sellers, add the tag ‘Seller’ next to ‘CM-Start’.
Below we’ve attached pictures to show you what a Buyer Campaign and Seller Campaign should look like:
Buyer:
Seller:
We’ve even added a video to show you how to set this up if you prefer a video tutorial:
Here’s an example of how the activity will look in your Command from us:
**Note: This setting is not available to tweak for existing campaigns, you MUST create a new campaign to send leads to us.
**Disclaimer** If you need additional assistance setting this up, please email our IT team at it@conversion-monster.com, and they’ll be happy to assist you further.
Integration - Tagging
Tagging is an important part of the integration between Conversion Monster and your CRM. In this section you will learn the various types of tags, what they mean, and when they are used.
Some Tags you will put on your leads situationally to trigger or stop actions in our system. Below you will find a list of all of those Tags, and when to use them:
CM-Start
This tag is our link, goes on leads you would like to start engaging as new, that are not new. Once on it, it should NEVER be removed. This tag is critical to us getting any future updates.
**IMPORTANT: Do not mass tag leads in your database CM-Start. Once applied, follow up begins immediately and any lead you tag counts toward your lead count that month.
CM-Revive
This tag you put on leads that we send you as hot, but for whatever reason, you would like us to re-engage it. This is only to be used on leads we have sent to you.
CM-Stop
This is the tag you and your agents use to stop us from following up with a lead after we’ve started working it – for any reason.
CM-DoNotWork
Mass add this tag on any existing leads in your system that you do not want us working that could get priority alerts that would usually put it into our work flow, i.e. Ylopo leads that already exist and working with you, that could trigger high priority alerts from house searches, so we don’t start calling it and confuse them.
** Tags will be added to your CRM during onboarding due to needing to be exact.
Some Tags, we add to leads to inform you of various situations on your leads. **You should not add any of these tags to your own leads, as it may have undesired effects.** Below you will find a list of all of those Tags, and when we use them:
CM-ContactedByAgent
This tag is used when we come across a lead who tells us they’re already working with you. This tag stops additional follow up.
CM-FakeLead
Pretty self explanatory, this means we came across some sort of gibberish lead. This tag stops additional follow up.
CM-HasAnAgent
We use this tag for leads who tell us they’re under contract with an agent, or have an agent with whom they’re not yet under contract but are unwilling to consider working with another agent. This tag stops additional follow up.
CM-HotLead
This tag is used on leads with whom we fully qualify and hand off to your team, either by live transferring or setting a call back appointment. This tag stops additional follow up.
CM-IsAnAgent
This tag is used when we call a lead and it turns out that they are in fact a licensed real estate agent. This tag stops additional follow up.
CM-NotInterested
We use this tag when a lead tells us they’re not interested, and we’ve exhausted all rebuttals. This tag stops additional follow up.
CM-NotQualified
Pretty similar to not interested, the differentiating factor being that the lead may be interested in purchasing, but would not be considered a qualified lead, e.g. they’re looking out of state, not planning to move until several years out, etc. This tag stops additional follow up.
CM-Nur Buyer 30
We use this tag for a lead who is buying, but not ready to discuss their home search at the time, and the conversation ends with us agree to follow up in 1 month. This tag stops us from following up with the lead for the next 30 days. Once 30 days have elapsed, we will do an initial 3 call burst with texts and emails. If we do not make contact with the lead after the initial burst, the lead will be called, texted, and emailed once per month until a year has passed.
CM-Nur Buyer 60
This tag is used after we talk to a lead who requested that we follow up with them 2 months from the time of the call. This tag stops us from following up with the lead for the next 60 days. Once 60 days have elapsed, we will do an initial 3 call burst with texts and emails. If we do not make contact with the lead after the initial burst, the lead will be called, texted, and emailed once per month until a year has passed.
CM-Nur Buyer 90
Our ISAs use this tag after speaking with a lead who requests that we don’t follow up with until 3 months from the time of the call. This tag stops us from following up with the lead for the next 90 days. Once 90 days have elapsed, we will do an initial 3 call burst with texts and emails. If we do not make contact with the lead after the initial burst, the lead will be called, texted, and emailed once per month until a year has passed.
CM-Nur Buyer JB
This tag is used after talk to a lead who isn’t ready to buy, isn’t ready to talk to an agent, and doesn’t commit to a call 30 days from now. Once we use this tag, it will stop us from following up with a lead until 30 days have elapsed. This tag differs from CM-Nur Buyer 30 in that after 30 days elapses, they won’t get a burst of calls and the texts and emails will omit the wording about how they’d agreed to us following up with them at this time, and instead will be more general. If a lead doesn’t answer when we call/text/email, we will continue calling, texting, and email the lead once per month for the next year.
CM-Nur Seller 30
Same concept as CM-Nur Buyer 30, but for seller leads. Only difference is the wording of the drip texts and emails.
CM-Nur Seller 60
Same concept as CM-Nur Buyer 60, but for seller leads. Only difference is the wording of the drip texts and emails.
CM-Nur Seller 90
Same concept as CM-Nur Buyer 90, but for seller leads. Only difference is the wording of the drip texts and emails.
CM-Nur Seller JB
Same concept as CM-Nur Buyer JB, but for seller leads. Only difference is the wording of the drip texts and emails.
CM-WngNumBuyer
We use this tag if we call a lead and the person whom answers informs us we have the wrong number for the lead, or if a number is not in service, or if a lead comes through without a phone number. This tag assigns a new auto-protocol to the lead which will send out drip emails which mention that we do not have a good phone number for the lead and request that the lead provide a good phone number on which to contact them.
CM-WngNumSeller
Same concept as CM-WngNumBuyer, but the content of the drip emails sent to leads after using this tag will be seller specific.
** Disclaimer ** Boomtown users will have all of these tags added during onboarding. Other CRM will add into systems as they are added to leads.
